RHU Question: Complimenting Drive Thru Slaves

A question for all the Retail Hellions.

My husband and I both like to inform managers when we get good service, having clear memories of being in retail hell ourselves.

However, when it comes to doing so at a drive-thru, we disagree. He likes to call a manager over to tell them if the employee did a good job, but I think that may not be the best idea since drive-thru slaves are timed.

So what do you all think?

Better to issue a compliment, or to get out of the drive-thru speedily so as not to screw up their time average?

-- Appreciative Custy

 

Comments

[perky]

I agree that doing so in the drive through line isn't the best time to call a manger over, even if it is to complement a sever. I think it would be better to make sure you get the sever's name and then write a letter and send it to the manager latter.

[Aunty]

I wouldn't want to mess up their times. Go inside, call later, or write to corporate.

[Karebear]

I used to work in Taco Bell where drive thru times were very, very important. Even if we did the most awesome job of all customer service history, if our timer went over 10 seconds, we'd get in trouble for it.

Best thing to do is catch the workers name and call it in or write a letter. Sitting there could get the server in trouble, even if you are praising him/her to high heaven and back.

[Bored at the Bookstore]

Definitely, make a mental note of the server's name, then call or email or drop a postcard later with the compliment. Messing up the timing on the line is not going to help; it may leave someone with the task of explaining why the times slipped so badly there at 12:34 p.m. on Tuesday...

[NC Tony]

Usually the server's name is on your receipt, so you could just as easily call or e-mail to let them know the server did a great job.

[Bagel Bat]

I agree with all the previous posters, and since I usually work alone and never see the manager, I appreciate any compliment at all :)

[Mollywobbles]

At my store, occasionally the managers will hand out food, so if you're going to pay a drive-thru slave a compliment, if you get lucky enough to snag a manager, go ahead. If not, I've had customers relay good and bad info about drive-thru slaves to me as I was handing out food with instructions to pass it along to the manager, which I do. Either way, if you've got a compliment or a complaint, I say go ahead, just keep it short.

[CountsALot]

Like others have said, make sure you get their name and either compliment them directly, and/or call in later to speak with the manager. A lot of companies have websites where you can leave comments, you could do that too.

[BrianTheWerewolf]

Agreed. The Drive Thru timers are a bitch and Managers don't care if the Pope himself gave you a compliment; if your time is too high, your going to get yelled at. Definitely get their name and come back later or write a letter to the manager just tell them why you want their name so they don't panic and think "OH SHIT WHAT DID I DO??!"

[Riferous]

While you have the greatest of intentions, and I don't begrudge you that, you not only interrupt the flow of the employees, you hold up the people behind you, and that's almost as great a drive through sin as being a dick.

[Chicajojobe]

It depends on if it's busy or not. If you're the only person in the DT it's fine, but if there's a line of people waiting then just move it along. You can always compliment next time.

[Zmidponk]

Personally, I've never worked in a drive-thru, so, speaking purely as a customer, I really don't get why there's so much focus on speed above all. I mean, yes, if someone's taking huge amounts of time, it can cause things to get backed up, but, as long as the staff are even halfway competent, that's usually down to the customer, not the staff, or is something that cannot be avoided no matter what you do. In addition, even when the staff are being as polite and pleasant as possible, the focus on being as speedy as possible still gives a slight whiff of, 'what the fuck do you want? TELL ME NOW, NOW, NOW!! Good, now PAY ME NOW, NOW, NOW!!! Good, now FUCK OFF!!' The corporate folk at the HQ for these places obviously don't realise and/or care that it's actually a better experience for the customer if the staff aren't put under so much pressure to basically get rid of them as fast as possible.

[Alison]

I've worked in fast food for a LONG time, and ultimately the only times that something good has come from a compliment are when the customer goes online to the corporate website to issue positive feedback. It gets sent to the corporate manager in charge, who sends it to the franchise owner, who sends it to the store, usually with a little something awesome tagged on for me. It's a really good way to make sure ALL the higher-ups know who is doing a good job and who sucks. And positive feedback is RARE online, so it makes it even more of a big deal. If your server is absolutely fantastic, the online way is the best way to make sure their managers know.

[Larry Berry]

You are correct Zmidponk, unfortunately Corporate only looks at the numbers (and likely never actually worked the DT themselves). I know that when I go through drive thru and the food isn't ready that second, they will have me park, even if there is no one behind me. THAT can displease a customer more than a one second difference in wait time, but corporate focuses more on the rules than the reason for them. Customers aren't As Unhappy about waiting a few extra seconds. Corporate says in order to keep the customer happy, DT times need to be down to (arbitrary number), so employees have to park customers even if no one is waiting behind them, which makes customers unhappy.....